NLU in action
Automated e-mail processing at IKK classic with VIER Cognesys
IKK classic uses VIER Cognesys
Recognized customer concerns
Handling time
employees
The challenge
More speed through optimized routing
IKK classic's e-mail processing is extensive. With the help of an NLU(Natural Language Understanding) solution from VIER Cognesys, the routing of inquiries has been optimized and the processing time significantly reduced.
What solution does VIER offer?
IKK classic + VIER
Concern detection using NLU
Benefit
Shorter processing times, more customer focus
Thanks to the intelligent, fast recognition of concerns and the optimized routing for processing, policyholders receive feedback on their concerns much faster than was previously possible. The average processing time fell by around 50% per email just two months after the solution was introduced. "The employees who previously had to take care of these routine tasks can now live customer centricity even more thanks to the successful automation," summarizes Catrin Hippler, Head of the Customer Division at IKK classic
Customer testimonial
Catrin Hippler
Head of Customers Division
"The employees who previously had to deal with these routine inquiries can now be even more customer-centric thanks to successful automation!
"
More about the product
VIER Semantic Intelligence
Use semantic analysis through AI to automate your customer communication. With VIER Semantic Intelligence, you can automatically understand speech and written content in detail and thus respond quickly and efficiently to customer concerns.
About IKK classic
With more than three million policyholders, IKK classic is the leading company in the trade health insurance sector and one of the largest health insurance funds in Germany. The fund has around 8,000 employees at 160 locations throughout Germany. Its budget volume amounts to over 12 billion euros.
With more than three million policyholders, IKK classic is the leading company in the trade health insurance sector and one of the largest health insurance funds in Germany. The fund has around 8,000 employees at 160 locations throughout Germany. Its budget volume amounts to over 12 billion euros.
Further customer projects
Save time by automating customer contact!
